scholarly journals THE EFFECT OF BRAND IMAGE AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY OF ARA SHOP SIDOARJO

2019 ◽  
Vol 1 (2) ◽  
pp. 257-262
Author(s):  
Arum Dwi Dayanti ◽  
I Nyoman Sudapet ◽  
Hamzah Deny Subagyo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Discriminant Validity ◽  
Brand Image ◽  
Brand Trust ◽  
Average Variance

The purpose of this study was to analyze the influence of brands image and brand trust on customer satisfaction and customer loyalty in Ara Shop, Sidoarjo. This research is quantitative research. The population and samples were distributed by 60 respondents. Technique of answering data using a questionnaire. Analysis of the data used is Convergence Validity, Discriminant Validity, used and Average Variance Extracted (AVE). Based on the results of the study, the brand image variable and brand trust simultaneously or partially significant towards customer satisfaction and customer loyalty in Ara Shop, Sidoarjo.

scholarly journals THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON SATISFACTION AND LOYALTY ON TELEVISION PRODUCTS TOSHIBA SURABAYA REGION

2020 ◽  
Vol 20 (2) ◽  
pp. 85-94
Author(s):  
Bagus Ranu Irwanto ◽  
Ani Wulandari
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Brand Trust ◽  
Analysis Model ◽  
Analysis Technique ◽  
Index Value ◽  
Path Analysis Model

Given the intense level of competition in the electronics business in Indonesia, the company continues to strive to increase market share and reach new customers and no less importantly the company must work hard in maintaining customer loyalty, including Toshiba products. However, the Top Brand Index value for Toshiba Television products in Indonesia from 2012-2014 has decreased. The decline is not profitable for Toshiba products because this will have an impact on lowering revenue and deteriorating image and customer satisfaction. Based on these problems, this study aims to determine the effect of brand image and brand trust on satisfaction and loyalty in the Surabaya area of ​​Toshiba television products. The population in this study were customers of Toshiba Television products, Surabaya branch, samples were taken were 96 people. This study uses a path analysis model (path analysis). The path analysis technique is one of the statistical analysis techniques used in quantitative research. Based on the test results using the analysis to test the effect of brand image, brand trust, and satisfaction with brand loyalty, the following conclusions can be drawn: Brand Image has a positive and significant effect on Customer Satisfaction, Brand Trust has a positive and significant effect on Customer Satisfaction, Brand Image has a positive and significant effect on customer loyalty, brand trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, brand image on customer loyalty through customer satisfaction is more dominant than brand trust on customer loyalty through customer satisfaction.

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

The Effect of Design, Brand Image and Personal Selling on Costumer’s Loyalty through Customer’s Satisfaction: A Study on Darbost T-Shirt’s Customers in Jakarta

2021 ◽  
Vol 4 (1) ◽  
pp. 99-115
Author(s):  
I Made Adnyana ◽  
Heru Iswanto
Keyword(s):  
Customer Satisfaction ◽  
Product Design ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Personal Selling ◽  
Independent Variables

A B S T R A C TThe purpose of this research is to study the effect of product design, brand image,and personal selling on customer loyalty through customer satisfaction studieson consumers of darbost t-shirts in Jakarta and to provide suggestions on howPT. Darbost Garment Industri can increase customer satisfaction by increasingthe aspects that influence it. For the independent variables: product design (X1),brand image (X2), personal selling (X3), the dependent variable is customer loyalty(Y) and the intervening variable is customer satisfaction (Z). This researchapproach is quantitative research according to the questionnaire. The sampleused was 150 respondents. The results of this study indicate that each of thedimensions of product design, brand image and personal selling directly has apositive and significant effect on customer satisfaction. Customer satisfactiondirectly has a positive and significant effect on customer loyalty. And from eachdimension of product design, brand image and personal selling indirectly affectcustomer loyalty through customer satisfaction.

Antecedents involved in developing fast-food restaurant customer loyalty

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gurmeet Singh ◽  
Neale Slack ◽  
Shavneet Sharma ◽  
Karishma Mudaliar ◽  
Suman Narayan ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Brand Image ◽  
Quality Attributes ◽  
Fast Food Restaurant ◽  
Brand Trust ◽  
Price Fairness ◽  
Content Type

PurposeThis study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.Design/methodology/approachA quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.FindingsThe findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment quality has no significant influence. Additionally, customer satisfaction was found to influence brand trust and customer loyalty, while the brand image does not influence customer satisfaction but does influence brand trust and customer loyalty.Practical implicationsUnderstanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.Originality/valueThis research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

scholarly journals THE INFLUENCE OF CUSTOMER SATISFACTION, BRAND TRUST, AND BRAND IMAGE TOWARDS CUSTOMER LOYALTY

2019 ◽  
Vol 2 (7) ◽  
pp. 93-108
Author(s):  
Nurul Sakinah Azizan ◽  
Maha Mohammed Yusr
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Online Survey ◽  
Brand Image ◽  
Future Research ◽  
Brand Trust ◽  
Customer Expectations ◽  
Market Competitiveness ◽  
Important Concern ◽  
Universiti Utara Malaysia

Customer loyalty always becomes an important concern in the business organization. The main purpose of this study is to examine the influence of customer satisfaction, brand trust and brand image towards customer loyalty. This study focused on the branded computer product industry. The main problem in the industry is high competitiveness. It makes it hard for the manufacturer to obtain customer loyalty because of market competitiveness. Literature review regarding the computer industry in Malaysia and all items in independent and dependent variables has been discussed in order to provide a better understanding regarding past, present, and future needs in the study area. The in-depth review of literature has led to the establishment of a research framework focused on examining the influence of customer satisfaction, brand trust and brand image towards customer loyalty. In this regard, an online survey using Google forms was conducted among post-graduate students under the School of Business Management, Universiti Utara Malaysia. There are 269 students who participated in the survey. The data collected through Google forms consist of six parts were analyzed using SPSS. The results showed that customer satisfaction, brand trust, and brand image have a positive and significant influence on customer loyalty. In conclusion, the discussion, and explanation on limitation, theoretical and practical implications, limitations, direction for future research. This study proved that long term success and sustainable reputation of branded computer product companies depended on customer loyalty. The study recommends fulfilling customer expectations is the main priority to retain and enhance customer loyalty.

scholarly journals Analisis Faktor yang Mempengaruhi Word of Mouth Ayam Geprek Don

2021 ◽  
Vol 5 (3) ◽  
pp. 296
Author(s):  
Albertus Bobby Widagdo ◽  
Yanuar Yanuar
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Positive Word ◽  
Brand Trust ◽  
Positive Word Of Mouth

This study aims to examine the effect of brand image, brand trust and customer satisfaction on customer loyalty and its influence on product word of mouth. The data in this study were obtained from the results of filling in the questionnaire by 110 respondents who were all customers of Ayam Geprek Don products located in South Jakarta. Data from the questionnaire filling in this study were further analyzed using the Partial Least Square technique with the help of the SmartPLS program. Based on the results of the analysis in this study, some conclusions are obtained as follows: brand image, brand trust, and customer satisfaction have a positive and significant effect on loyalty. Then, loyalty has a positive and significant effect on product word of mouth. In general, the better the brand image and product brand trust and the higher the customer satisfaction, the higher loyalty which will further increase the positive word of mouth of the brand. Penelitian ini bertujuan untuk menguji pengaruh citra merek, kepercayaan merek, dan kepuasan pelanggan terhadap loyalitas, serta pengaruhnya terhadap word of mouth produk. Data dalam penelitian ini diperoleh dari hasil pengisian kuesioner oleh sebanyak 110 responden yang seluruhnya adalah pelanggan produk Ayam Geprek Don yang berlokasi di Jakarta Selatan. Data hasil pengisian kuesioner dalam penelitian ini selanjutnya dianalisis dengan menggunakan teknik Partial Least Square dengan bantuan program SmartPLS. Berdasarkan hasil analisis dalam penelitian ini, diperoleh beberapa kesimpulan yaitu: citra merek, kepercayaan merek, dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas. Serta loyalitas berpengaruh positif dan signifikan terhadap word of mouth produk. Secara umum, semakin baik citra merek dan kepercayaan merek serta semakin tinggi kepuasan pelanggan, maka semakin tinggi loyalitas yang selanjutnya akan meningkatkan word of mouth positif dari merek.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN PADA MEREK STARBUCKS DI WILAYAH JAKARTA DAN SEKITARNYA

2020 ◽  
Vol 12 (2) ◽  
pp. 233-247
Author(s):  
Yokie Radnan Kristiyono ◽  
Aisyah Rahmi ◽  
Mington Triwijaya Triwijaya ◽  
Riandi Gantha Suhanda
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Brand Experience ◽  
Brand Trust ◽  
Entire Region ◽  
Coffee Shop ◽  
First Choice ◽  
Surrounding Areas ◽  
Coffee Shops

One of the factors in the movement of the economy in Indonesia is supported by the development of new businesses, one of which is a coffee beverage business. Coffee drinks business in Indonesia is one of the fastest growing business. Developments in the business sector can be seen from the emergence of enhancement of new starbucks coffee shops . The top-leading coffee shop in the Indonesian market today is Starbucks, it is shown by numbers of Starbucks’ branches located almost in the entire region of Indonesia. The factor that makes Starbucks one of the strongest brand is the presence of customers who became loyal to the brand and make Starbucks as their first choice. The other factors that also affect the customer loyalty towards Starbucks are Brand Image, Brand Experience, Customer Satisfaction, Brand Trust, and Brand Love. Therefore, this research aims to examine the determinant factors of building customer loyalty of Starbucks’ customers in Jakarta and surrounding areas. The method of analysis used by researchers in this study was SmartPLS 3.0 with 150 respondents who have enjoyed Starbucks coffee. In this study there were nine hypotheses supported by previous researches. In the results of this study, there were six hypotheses accepted and three hypotheses were rejected. Through this research, researchers hope to provide benefits for the reader especially for those who want to know about the factors that affect the customer loyalty of Starbucks in Jakarta and its surrounding areas. Key Words: Brand Image, Brand Experience, Customer Satisfaction, Brand Trust, BrandLove. Customer Loyalty, Starbucks

scholarly journals THE EFFECT OF BRAND IMAGE AND BRAND TRUST ON CUSTOMER LOYALTY IN THE CAMEL BRAND ACTIVE SHOES AT SOGO TUNJUNGAN PLAZA IV SURABAYA

2019 ◽  
Vol 1 (2) ◽  
pp. 221-224
Author(s):  
Diana Deta Sari ◽  
Sengguruh Nilowardono ◽  
Ani Wulandari
Keyword(s):  
Data Collection ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Hypothesis Test ◽  
Linear Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Brand Trust ◽  
Research Population

ABSTRACT This study aims to analyze the effect of brand image and brand trust on customer loyalty in the Camel brand Active Shoes at Sogo Tunjungan Plaza IV Surabaya. This research is quantitative research. Population and sample based on questionnaire distribution to consumers who have made a repeat purchase, have had it before, and visited the Camel brand Active Shoes product site at Sogo Tunjungan Plaza IV Surabaya many as 160 respondents. Furthermore, there are three variables used in this study, namely : brand image (X1), brand trust (X2), and customer loyalty (Y). The results show that the variable brand image (X1) has a significant effect partially on customer loyalty, while the variable brand trust (X2) has a significant effect partially on customer loyalty. Research the results variables brand image and brand trust have a significant effect simultaneously on customer loyalty in the Camel brand Active Shoes at Sogo Tunjungan Plaza IV Surabaya. Data collection techniques using interviews, observation and questionnaires. Analysis of the data used is validity test, reliability test, classic assumption test, multiple linear analysis test and hypothesis test. 

scholarly journals The Effect of Service Quality and Price on Customer Satisfaction and Repurchase Intention (Case Study at Crown Prince Hotel Surabaya)

2021 ◽  
Vol 2 (5) ◽  
pp. 288-297
Author(s):  
Tri Wahyu Putra Susanto ◽  
I Nyoman Sudapet ◽  
Hamzah Denny Subagyo ◽  
Joko Suyono
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Quantitative Research ◽  
Discriminant Validity ◽  
Repurchase Intention ◽  
Average Variance ◽  
Crown Prince

The aim of this study: (1) to analyze the effect of Service Quality on Customer Satisfaction, (2) to analyze the effect of prices on Customer Satisfaction, (3) to analyze the effect of Service Quality on Repurchase Intention, (4) to analyze the effect of Price on Repurchase Intention, (5) to analyze the effect of Customer Satisfaction on Repurchase intention. This research is quantitative research. The population and samples were distributed to 86 respondents. Data collection techniques using a questionnaire. The data analysis used is Convergent Validity, Discriminant Validity, Reliability and Average Variance Extracted (AVE). The results of the study show that the influence of Service Quality variable (X1) on Customer Satisfaction (Y1) is significant at 0,000. Customer Quality Variable (X1) is not significant with the Repurchase Intention (Y2) variable of 0.225. Based on the correlation for the Price variable (X2) to customer satisfaction (Y1) of 0.020. And the price variable (X2) is significant with the Repurchase Intention (Y2) variable of 0,000. And the Customer Satisfaction variable (Y1) is significant with the Repurchase Intention (Y2) variable of 0,000. The results of this study indicate that, compared to service quality, Price has a stronger influence on customer satisfaction, which leads to a Buyback Interest.

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